运营经理
Operations Manager
Manos 简介
Manos Software Group 是 Valsoft Corporation 的一部分，Valsoft 是垂直市场软件业务的长期投资者。Valsoft 以永久性所有权思维收购并运营软件公司，强调自主性、有纪律的增长和长期价值创造。Manos 聚焦于与医疗相关的垂直领域，包括牙科、医疗和兽医软件，以及服务于服务业和 GovTech 领域的解决方案。
职位描述
随着我们不断扩展垂直市场软件业务组合，我们正在寻找一位充满活力且经验丰富的专业人士加入我们的团队，担任总经理一职。该职位将直接向我们的投资合伙人汇报，总经理将负责管理和增长其业务，并对业务拥有完全的自主权和责任感。理想的候选人应是一位战略型领导者，能够推动运营卓越、有机增长和盈利能力，同时促进跨团队协作，确保业务策略的成功执行。
主要职责
业务战略与运营
- 在基于四个支柱的运营模式中执行：业务的战略和定位、运营卓越、增长以及产品战略和技术。
- 识别、定义并执行实现增长计划和运营目标所需的策略，重点关注持续改进。
- 推动运营效率和卓越表现，并提升你所管理业务组合的可扩展性，以优化绩效并最大化盈利能力。
- 通过识别和支持新机会和增长策略（包括交叉销售和开拓新市场）来推动收入增长。
- 在你所管理的业务组合中推动相关销售、客户成功和研发方面的举措并解决挑战。
- 通过确保所管理公司内强大的解决方案、服务交付和客户支持来优先考虑客户满意度和留存率。
- 确保所管理公司有明确的产品路线图并加以执行，平衡研发投入与维护，以在吸引新客户的同时保留现有客户。
- 监督与市场趋势及所管理公司业务目标一致的全面产品战略的制定和执行。
财务管理
- 承担损益表责任并专注于…
查看英文原文
Aspire Software is looking for a Customer Operations Manager to join our growing team!
We’re looking for a hands-on Customer Operations Manager to lead and optimize our Support and Professional Services teams. In this role, you’ll own the customer experience across support, onboarding, implementation, and service delivery—ensuring customers receive timely, high-quality service and realize value quickly.
You’ll combine team leadership, process improvement, and data-driven decision-making with an AI-forward approach to customer operations. From strengthening service quality and accountability to using automation to improve workflows and team enablement, you’ll help shape how we support our customers and scale our services.
Here is a little window into our company: Aspire Software, an operating group of Valsoft Corporation, operates and manages a portfolio of wholly owned software companies that provide mission-critical solutions across multiple verticals. Through industry best practices and a decentralized operating model, Aspire empowers its businesses to drive growth, strengthen operational performance, and reinvest in continuous innovation.
Our motto is “Be Humble, Stay Hungry!”
Key Responsibilities
- Team Leadership: Manage and coach Support and Professional Services teams. Set goals, monitor performance, and foster a culture of accountability and continuous improvement.
- Customer Experience: Ensure a consistent, high-quality customer experience across all support and services touchpoints.
- Operational Efficiency: Design and refine workflows to improve ticket handling, triage, escalation processes, and service-level agreements (SLAs). Identify and remove bottlenecks.
- Customer Satisfaction & Quality: Own key performance indicators (KPIs) and implement initiatives to consistently meet or exceed targets.
- Cross-Functional Collaboration: Work closely with Product, Engineering, Sales, and Account teams to resolve customer issues, advocate for customer needs, and streamline handoffs.
- Tool Ownership: Help manage tools like TeamSupport, Jira, and other support and service platforms. Recommend improvements or automations.
- Customer Advocacy: Identify trends and common issues to proactively improve product and service offerings.
- AI & Technology Adoption: Champion a tech-forward approach to service delivery. Identify where AI and automation can reduce handling time, improve first-contact resolution, and surface insights—from AI-assisted triage and ticket summarization to knowledge base content and self-service deflection.
- Continuous Innovation: Pilot, measure, and scale new AI capabilities across the support stack. Build team fluency and set clear guardrails for responsible, accurate, and secure AI use in customer-facing work.
- Customer Onboarding & Time-to-Value: Own the onboarding and implementation experience end to end. Apply AI to accelerate time-to-value through tailored onboarding plans, automated configuration and data-migration checks, and customer-ready training content, guides, and walkthroughs produced at scale.
- Team Onboarding & Enablement: Use AI to shorten ramp time for new Support and Services hires through AI-assisted playbooks, searchable knowledge, and on-demand answers that make onboarding faster and more consistent.
Qualifications
- 3+ years of experience in customer support, professional services, or customer operations, preferably in a SaaS or technology company.
- 1–2 years of experience managing people or leading teams.
- Strong understanding of customer service best practices and post-sales service delivery.
- Proven experience driving improvements in customer operations.
- Excellent communication, leadership, and problem-solving skills.
- Proficiency with tools such as TeamSupport, Salesforce, Jira, and Power BI.
- A data-driven mindset, with the ability to analyze metrics and act on insights.
- Hands-on experience deploying AI or automation, such as AI-assisted triage, chatbots, automated quality assurance, intelligent knowledge management, onboarding programs, or training content.
- Experience owning customer onboarding or implementation, with a focus on shortening time-to-value.
Nice to Have
- Experience scaling support or services operations.
- Experience building or leading a global or distributed team.
- A project management background, such as PMP certification or experience with Agile methodologies.
- Exposure to customer journey mapping or customer experience strategy.
#AspireSoftware
Originally posted on Himalayas